Pengaruh Transformasi Digital dan E- Government Terhadap Kepuasan Layanan Publik: Systematic Literature Review
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Abstract
Perkembangan teknologi digital mendorong transformasi layanan publik di Indonesia melalui e-government untuk meningkatkan efisiensi, transparansi, dan aksesibilitas, meskipun menghadapi tantangan seperti kesenjangan infrastruktur dan keterampilan SDM. Penelitian ini bertujuan menganalisis pengaruh transformasi digital dan e-government terhadap kepuasan layanan publik melalui Systematic Literature Review (SLR) dengan protokol PRISMA. Populasi adalah artikel Scopus Q1-Q4 berbahasa Inggris periode 2015-2025; sampel 20 artikel terpilih via purposive sampling. Instrumen mencakup lembar ekstraksi data PRISMA; teknik analisis meliputi kategorisasi tematik, sintesis naratif, dan tabulasi kuantitatif. Hasil menunjukkan pengaruh positif signifikan melalui TAM (30%), agile governance, dan usability, dengan tantangan kesenjangan digital. Kesimpulan menyatakan transformasi digital dan e-government sebagai instrumen strategis tata kelola responsif jika didukung kesiapan SDM dan infrastruktur inklusif.
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